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Coronavirus (COVID-19) Response

Trusted for travel

At Belmond, we are working hard to ensure that we are ready to welcome back our guests from around the world. I thank our fantastic teams for their unwavering commitment to support our guests, colleagues and communities throughout this challenging time.

For more than 40 years we have been redefining and reshaping the travel experience. The challenge of today’s global pandemic will not stop us from re-imagining the future of luxury travel tomorrow. If anything, it will encourage us to go further and evolve faster.

True to the pioneering spirit of our brand, our aim now is to reach new levels of excellence – both in health and hygiene, and in those areas that underpin our exceptional service.

We welcome the enhanced requirements being issued by many health authorities and governments globally and, as always, we remain uncompromising in our approach to cleanliness. We will work continuously with our dedicated in-house experts and in close collaboration with leading health and hygiene authorities to ensure our even-higher standards are achieved and upheld. Below is an overview of some of the comprehensive steps we are taking to implement our enhanced protocols, which are subject to rigorous reviews. On every level, we will continue to protect the many communities we serve.

At the same time, whilst adhering to the new guidelines on cleanliness and social-distancing, we pledge that our guests will once again feel welcomed into warm and comfortable environments, able to enjoy extraordinary travel and award-winning dining at its finest. We will continue to rise to the challenge of fulfilling our guests’ needs, especially in this regard.

The Belmond experience has long been defined by incomparable service, timeless retreats rich with culture, natural wonder and genuine care. We believe our future lies in our heritage. And that, within our walls, our guests will once again experience moments of magic, among those who matter most.

Until we meet again, please stay safe.

Roeland Vos, President & CEO

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Belmond Protects

Continuing to provide a safe environment for our associates and guests

  • Dedicated In-house Expertise – All of our associates receive continuous and comprehensive training on hygiene and cleanliness standards and will undergo further POSI (prevention of spread of infectious disease) training prior to reopening, as well as advanced training specific to their functional area.
    Belmond has established procedures to ensure the regular deep cleaning of its hotels and other properties (including our trains and cruises), for example, following a period of seasonal closure. Each property will undergo a deep clean prior to reopening and further specific measures to protect against Covid-19 will be carried out. Once reopened, our enhanced cleaning standards will continue to be overseen and regularly reviewed by each property’s dedicated safety management team.
    Additional antibacterial disinfectant products are being supplied across our properties and will be regularly used throughout the day to ensure surfaces are clean to prevent the spread of Covid-19.
    These measures are in addition to our already robust hygiene and cleanliness protocols which already mandate good hand hygiene, supplying handwashing facilities, as well as alcohol-based hand sanitizers, and strict guidance on regular hand washing throughout the day.
    Our protocols have been developed with a leading industry partner and will be subject to regular audits.
  • Enhanced Protocols – All our employees are well-trained to identify the symptoms of Covid-19, and have been instructed not to come to work if they are feeling unwell or had contact with anyone who is suspected or confirmed as having Covid-19.
    As an added precaution, employees will be temperature screened before starting work. If an employee is displaying any symptoms relating to the virus, they will be sent home.
    Additionally, we will be asking all guests to undergo a temperature-check upon arrival and to complete a thorough registration form. If, on arrival, a guest is showing a high temperature, or any other symptoms consistent with Covid-19, they will be asked to travel later and will be cared for in a separate designated room until suitable onward care can be arranged.
  • Safe and Seamless Service – We will continue to explore and make use of digital technology so that we can provide a seamless service whilst respecting social distancing requirements at all times. For example, guests who have booked with us direct will be able to complete the check-in process online prior to arrival, restaurant and bar menus will be written on chalkboards or printed on single-use and recyclable material, and housekeeping staff will not enter rooms whilst guests are present. As far as possible, we will automate these fundamental services so that our associates can focus on delivering Belmond’s hallmark warm and personal service.
  • Partnering with Industry Leaders – We will continue to work closely with the relevant health bodies and are partnering with a third-party specialist to develop these standards and have them regularly audited so that our guests can trust that we are meeting these at the highest possible level.

Across all of Belmond’s properties and experiences, every element of the guest experience has been considered and reviewed to ensure that our guests can feel at ease when they travel with us. For further information about the extensive measures we have put in place or the industry leaders we work with please review the FAQs below or contact us using the information listed at belmond.com/contact-us.

We look forward to welcoming our guests back to our safe and clean properties around the world when the time comes.

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Flexible Booking Policy

Belmond is committed to providing our guests with travel planning flexibility as possible, so you can book your next travel experience with confidence.

Please be aware that previously applicable change and cancellation fees are currently being waived across our entire portfolio as follows:

Belmond (Hotels)

Cancellation and Rebook Policy – Updated 01 May, 2020

Existing Reservations
All guests with reservations for arrival on or before June 30, 2020, will be allowed to change or cancel without charge from Belmond. This includes advance purchase rate and other pre-paid reservations. For bookings beyond June 30, 2020 we want to remind you of the flexibility already built into our rates and packages that allow our guests to amend travel plans as necessary.

New Reservations
All new reservations booked between March 16, 2020, and June 30, 2020, for arrival on or before September 30, 2020, can be changed or cancelled without charge by Belmond up to 7 days prior to arrival.

For full details and to make arrangements, please contact us by phone or by email using the contact information listed at belmond.com/contact-us. Guests who booked via online travel agents or other third parties are advised to contact their booking provider for information on their policies and for assistance.

For group bookings, our reservations teams will work closely with you and/or your event planner to manage any changes on a case-by-case basis. Our hotel reservation teams are actively supporting customers to address the needs of each group, including moving events scheduled [prior to June 30, 2020] to a suitable alternative date. For more information on the terms and conditions of group contracts please contact us directly at belmond.com/contact-us.

Belmond (Trains & Cruises)

Cancellation and Rebook Policy – Updated 01 May, 2020

Existing Reservations
All guests with reservations for a journey departing on or before June 30, 2020 will be allowed to change or cancel their booking without charge and will receive a full refund of any amounts paid to Belmond.

All guests with reservations for a journey departing on or after July 01, 2020 will be able to reschedule their journey up to 35 days prior to the scheduled date of departure without charge by Belmond.

Guests will be able to select a new departure date from the current published schedules for 2020 and 2021, and any initial deposit already paid will be valid for use against the revised booking. Please note that all bookings will be subject to availability and a price difference may apply.

New Reservations
All new reservations booked between March 16, 2020 and June 30, 2020 for a departure date on or before November 30, 2020 can be changed up to 35 days prior to the scheduled date of departure without charge by Belmond.

Guests will be able to select a new departure date from the current published schedules for 2020 and 2021, and any initial deposit already paid will be valid for use against the revised booking. Please note that all bookings will be subject to availability and a price difference may apply.

We are all in this together and we recognise the trust that you place in us each time you travel or partner with us. We would ask any guest regardless of their recent travels to let us know if they feel unwell prior to travel and we will work with you to rebook your trip.

Please be assured that we will continue to monitor closely the evolving nature of this situation, respond to up-to-the-minute advice, and do everything possible to support our guests, partners, and team during this period.

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Frequently Asked Questions

Q

cleaning practices

What are the changes you are making to cleaning practices?

Providing a safe environment for our guests and employees is our top priority. Belmond has extremely robust hygiene and cleanliness procedures in place. We will be implementing a series of new cleaning protocols targeted to protect against Covid-19 and ensure our even-higher standards are achieved and upheld. As part of these enhanced measures, Belmond will be including extra protocols for staff personal hygiene, removing unnecessary touch points, cleaning and disinfection and social distancing for pre-opening and after Belmond has opened.

Belmond has established procedures to ensure the regular deep cleaning of its hotels and other properties, for example following a period of seasonal closure. We will be conducting a full deep clean of all areas at every hotel, train and river cruise prior to re-opening, following these well-established best practices. To provide an extra layer of protection, however, specific measures to protect against Covid-19 will be carried out.

This will include the removal and deep cleaning of all curtains, fabrics, quilts, pillows and cushions. All floors and hard surfaces will be cleaned and disinfected with a cleaning product approved to tackle Covid-19. All carpets will be disinfected and steam cleaning of upholstered furniture and mattresses will also be carried out.

The super-chlorination of all swimming pools will be carried out prior to re-opening. Coronavirus is killed by chlorine, so it is safe to keep outdoor swimming pools operational. Chlorine will be added to our sea water swimming pools, and kept within the operating parameters of regular swimming pools. Pools that are open will be staffed to ensure adherence to social distancing in and around pools.

Belmond will be carefully reviewing government advice with respect to PPE (personal protective equipment) requirements on an ongoing basis. Depending on guest-employee proximity in an area in which these measures are being implemented, and whenever it is deemed to be required, Belmond’s employees will be wearing protective wear, including face covers and disposable gloves. Face covers will be available for guests at all times. All standard operating procedures will be reviewed and updated accordingly based on local code and regulations.

Our comprehensive operating procedures mandating the regular cleaning of all surface areas in operation will be further enhanced with the use of even stronger disinfectants that can effectively kill Covid-19.

A Safety management team will be established at every property prior to reopening to ensure employees continue to receive regular training on these protocols. We have engaged a third-party specialist to ensure that standards are kept under review and validated. All protocols and procedures will be subject to updates in line with the very latest guidance from relevant health and industry authorities.

Q

check in process

Will the properties change their check in process?

Belmond remains steadfast in our commitment to provide every guest, partner and employee with the highest standards of service and care. In order to ensure Belmond is effectively protecting those at their properties, Belmond will be making changes to their check in process across their portfolio.

Belmond will be asking guests who book directly to complete the check-in process prior to arrival. Additionally, Belmond will be providing pre-arrival communications to guests directly and via travel agent partners that will answer frequently asked questions and offer property-specific information, including what is being done about Covid-19 at the property where they are due to stay. A contact person will be provided to those checking in to clarify any questions guests may have.

Q

Restaurants

What measures will be in place in the restaurants?

Buffets and self-service options will not be provided and will be replaced by a-la-carte options.

We will also be reviewing the floorplans and making use of our stunning outdoor dining options as well as staggering dining times and looking at additional minimal capacity measures to maintain social distancing guidelines in these areas. The specifics of these measures will be determined by the individual property teams in consultation the relevant health bodies and third-party specialists.

Q

Covid-19

Will you be putting in place measures to check guests on arrival for symptoms of Covid-19?

Belmond will be asking all guests [with a reservation for accommodation] to undergo a temperature-check on arrival and to complete a thorough registration form. If, on arrival, a guest is showing a high temperature, or any other symptoms consistent with Covid-19, they will be asked to travel later and will be cared for in a separate designated room until suitable onward care can be arranged.

Q

in-room dining

Will you offer enhanced in-room dining experiences to limit interaction with other guests?

Belmond will be offering in room breakfast and dining should guests wish to dine in private. In Room dining has been reviewed to ensure it adheres with strict Covid-19 guidelines.

Q

Spas

How will the spa experience change?

Spas may remain closed, and will only open on a case by case basis if social distancing and hygiene measures can be introduced. Guests will be notified of the services available at their chosen destination prior to arrival. All open spas will of course meet our enhanced cleaning protocols.

Q

Pools

Will you have social distancing measures in place at your pools?

Yes—we will ask guests to respect social distancing guidelines when using the pool, as in other public areas. Pools that are open will be staffed to ensure adherence to social distancing in and around pools.

Sun beds will be spaced apart so as to adhere to social distancing guidance. The number of sunbeds available will be in line with the occupancy of the hotel, removing unneeded sunbeds to maximize the space. Social distancing will be respected at all times when food or drink is served.

Please note that in some locations pools may remain closed. Guests will be informed prior to arrival should this be the case at their chosen destination.

Q

Experiences

Will any of the activities that you arrange (hiking/horse-riding) be taking place under these rules?

Where possible, excursions will continue but with added protocols in place. Guides will be asked to wash their hands regularly, and will be wearing face-covers. Likewise, guests will be offered disposable face covers in case they would like to use one.

Q

Special Arrangements

Will there be any particular arrangements made for elderly guests under these rules?

As always, our aim is to ensure that every guests’ stay is as safe and comfortable as possible. We will continue to communicate with all of our guests prior to arrival to ensure that they have the very latest information on the protective measures we have put in place and what to expect throughout the Belmond journey, prior to their stay. As we have done previously, all guests will be asked whether there are any special requirements or particular preferences that we should be aware of and we will always seek to accommodate these, over and beyond our extensive practices and inclusive services.

Q

Employees

How is Belmond specifically preparing their employees to protect them at work?

As well as providing comprehensive training to all associates, with further specific training according to their functional area, Belmond is working with supply partners to equip their staff with the necessary protective equipment. Belmond will also be taking steps to ensure that face-to-face contact will be reduced where appropriate. A Safety management team will be established at every property prior to reopening to ensure employees receive continual training. We have engaged a third-party specialist to ensure that standards are kept under review and validated by a third-party specialist. All protocols and procedures will be subject to updates in line with the very latest guidance from relevant health and industry authorities.

Q

Opening dates

When will Belmond hotels, trains and river cruises be open?

Belmond is working hard to ensure that we are ready to welcome back our guests from around the world.

We continue to closely follow the latest guidance from government and world health authorities and are undertaking a full review of our operations to ensure that our extensive health and safety protocols continue to meet the highest of standards, adhering to all new requirements. We will only reopen our properties when it is safe and legal to do so.

Though it is not possible to work in absolutes, we are making preparations for the majority of our operations to resume in Summer 2020. We are keeping this under constant review and our website and reservations teams will continue to carry the latest information on availability by property.

Belmond is committed to ensuring that their guests will once again feel welcomed into a warm and luxurious environment and able to experience extraordinary travel and dining at its finest when the world of travel returns.

Q

health and safety measures

How long are the health and safety measures going to last?

At present, the nature of how the pandemic will progress is unclear. However, Belmond is currently making preparations across their hotels and experiences for all eventualities.

Belmond continues to follow closely the latest guidance from governments and world health authorities and will undertake comprehensive and continual reviews of our operations to ensure that our comprehensive health and safety protocols, developed in partnership with a third-party specialist, continue to meet the highest of standards, adhering to all new requirements.

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